Hi Ingrid and welcome to CCV.
Just a couple of points.
Whilst I thouroughly agree benchmarking is a useful tool
for overall performance management. I would like, if I may.
To make a few comments / observations on the metrics you've
chosen.
1.Average wait to answer
Always a good one to start with, however, how do you benchmark
between different companies in different industries.
I'm going to hazzard a guess you'll just go for an overall industry average.
2.Longest wait to answer
I'm not sure this one is applicable, longwaits are atypical in the overall
ANS Time grouping. normally (provided you're at least attempting to
staff correctly), the call ASA will fall into a statistically normal Poisson
distribution. Therefore the longests ASA falls outside the
normal deviation being right at the upper limit.
3.Average time to abandon
Personal opinion time. This is a VERY good one everyone should watch. It needs
to take into accout both ABA before / during a delivered message and post
message pre agent delivery ABA times. It's normally a good indicator your
IVR script is too long / convolouted.
4.Longest wait to abandon
Again I'll stand by my comments on longest time to answer above.
5.% Abandoned calls
NOrmally a good benchmark and target. Again as long as it's not at the
cost of quality. Remeber to model using 1-2 more FTE.
Watch the service level go up for very little CAPEX {he he he...}
6.% First Call Resolution (ie.resolved by agent who handles initial contact)
Again probably trade dependant
7.Average time to respond to email
Again probably trade dependant
8.Customer satisfaction levels - as measured by the Question “would you recommend
this service to a friend” where this data is available.
Yes, yes, yes... AND LISTEN TO THE RESULTS PEOPLE!
Ok,
That looks a bit negative but....
It only is if you look at the industry (CC Here) as a whole. When
you start looking at the individual trade areas, then break them down into
specifics the befefits start to show.
so. Finance > Banking, Insurance Sales, Insuance claims (both split
even more by type)
Then you'll start seeing the patterns develop within the specific trade groups.
Was this what you intended?
Hope this helps a bit.
If I can help further give me a shout.
Regards
DaveA
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